IT Support Specialist

Advia Credit Union•Elkhorn, WI

10d•Hybrid

About The Position

This position provides entry-level technical support services to internal team members and IT groups. This role is responsible for troubleshooting and resolving basic hardware, software, and system issues to ensure network and computing systems operate efficiently and effectively. IT also ensures established technology standards are implemented and followed, while escalating more complex issues to the Senior IT Support Specialist or other IT teams as appropriate. In addition to technical responsibilities, this position supports the credit union's strategic goals by delivering exceptional service to both internal and external members. Success in this role requires consistently demonstrating the credit union's core values: Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.

Requirements

A minimum of one year up to three years of similar or related experience, including preparatory experience.
A college degree.
Proficient in Microsoft Office products.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs.
Must be capable of climbing/descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day.
Must be able to work extended hours whenever required or requested by management.
Must by capable of regular, reliable and timely attendance.
Must be able to perform job functions with supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be able to perform basic mathematical calculations with extreme accuracy.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on confidential matters.

Responsibilities

Respond to basic internal IT support requests received through Help Desk phone calls, ticket assignments, queue management, and task execution while delivering exceptional customer service and demonstrating effective time management and prioritization skills.
Install, configure, maintain, and troubleshoot personal computers, peripherals, software applications, and other technology-related devices and equipment.
Ensure workstation functionality by verifying proper operation of hardware, peripherals, and software, while coordinating hardware and software integration for end users in accordance with established IT Support procedures.
Assess workstation performance and life-cycle needs, identifying when equipment replacement or upgrades are necessary.
Maintain accurate inventory records for all technology assets by following established asset management procedures.
Create, modify, and maintain employee account changes within the Advia domain and verify that user accounts are accurately configured and assigned to the appropriate security groups, distribution groups, and system access levels.
Develop, update, and maintain technical documentation, knowledge base articles, standard operating procedures, and documented solutions for recurring issues and processes.
Coordinate with fellow IT Support team members to ensure Help Desk phone and ticket queues are appropriately monitored and covered during assigned shifts and coverage expectations.
Collaborate with employees throughout the organization to provide optimal internal customer service and timely resolution of technology-related issues.
Escalate advanced, complex, or unresolved issues to the Senior IT Support Specialist or other appropriate IT teams in accordance with established escalation procedures.
Support the implementation, maintenance, and enforcement of IT standards, policies, procedures, and best practices.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.